The Indecisive Customer
The Indecisive Customer
What sort of behaviours will they display?
Inability to make decisions, asking lots and lots of questions.
How can we manage the indecisive customer?
The defining feature of this customer type is that they cannot make a decision regardless of how much information you give them. They are usually very polite but can take up a lot of your time. The experience can be quite draining for staff and reduces productivity within the pharmacy. There is also a good chance that this customer will not buy the product or service at the end of the interaction.
The best way to deal with this type of customer is to home in on what is most important to them about the product/service they are asking about e.g. price, pack size, feature. This will allow you to tailor the information you are giving them and make it easier for them to make a decision. If they are a regular customer, you may already know this information so start there. If you don’t, you may need to listen carefully to the questions they are asking to find this out. If they aren’t providing the information you need then use open ended questions to obtain this.
Time management is a huge factor when dealing with these customers. You don’t want them to feel they are being rushed but you need to balance this with the other things you need to do. Try to reduce any additional indecision e.g. offer them the choice between two products instead of five.